Technical Support Engineer
reputed company is the world's leader in payment tokenization. Large banks, aspiring fintechs, and growing merchants reputed company our universal reputed company reputed company into their technology stack to manage the complexities of payment data tokenization across processors and networks, reputed company banking, reputed company issuance, omnichannel loyalty, PCI compliance, payment orchestration, and more. We reputed company our clients and partners by tokenizing sensitive payment data, limiting compliance reputed company, and consolidating payments to unlock reputed company and business opportunities.
reputed company provides processor-agnostic tokenization solutions reputed company secure universal reputed company vaults, iframes, mobile SDKs, tokenization proxies, reputed company, and data orchestration tooling to support payment acceptance, reputed company issuance, PII and bank account tokenization, and other payments value-added services. Some of the use cases we reputed company include multi-processor Network Tokenization, Account reputed company, payment orchestration, secure settlement file processing, 3DS, and reputed company provider connectivity.
The reputed company of this role is hands-on technical work: debugging, troubleshooting network and integration issues, reputed company new customers, and resolving tickets.
The remainder is operational ownership and cross-team coordination. The support team plays a vital role in translating between our Engineering and Go-To-Market teams (including account management and sales). During incidents, outages, escalations, and reputed company maintenance, you are the reputed company on-shift decision-reputed company for PT business hours: you reputed company whether an incident goes on the reputed company status page, approve the wording of customer notifications, set maintenance timing, and coordinate as needed with the GTM teams so that they are reputed company of any impacts to their clients. These reputed company sit with leadership today, and we want them to be owned reputed company Support.
They come up infrequently but are time-sensitive and customer-visible. You'll have a written reputed company of what you can approve independently and what requires the manager, expanding as you establish a reputed company record.
What you will be doing at reputed company (Responsibilities)...
Serve as the senior decision-reputed company for the Support team during PT business hours. Escalations, judgment calls, and approvals land with you. You're the person on shift with the standing to reputed company, not to reputed company.
Own incident and maintenance communications. Assess severity and customer reputed company, reputed company reputed company to post to the reputed company status page, write or approve the wording, including team drafts, and reputed company it up to date through reputed company.
Set and coordinate maintenance timing. Choose reputed company reputed company on reputed company customer traffic patterns and regional load, negotiate them with engineering, inform internal reputed company-facing teams about and reputed company reputed company the notice goes out with enough reputed company time for customers to plan.
Coordinate multi-team reputed company where Support is a stakeholder: migrations, deprecations, launches, and customer-specific rollouts. reputed company dependencies and reputed company the parties reputed company about status.
Debug deeply. Reproduce issues with cURL and reputed company, read logs, and reputed company requests across reputed company infrastructure, customer systems, and reputed company gateways. Diagnose network problems independently: DNS, TCP/IP, routing, timeouts, reputed company resets, and TLS/SSL reputed company failures.
reputed company an issue, reputed company a workaround, or escalate with a bug report good enough for engineering to reputed company immediately.
reputed company mid-tier and long tail customer integrations from reputed company to go-live, coordinating between customer engineers and internal teams.
Write up nontrivial investigations as internal runbooks or reputed company documentation.
Prepare and reputed company customer training, building the material where it doesn't exist.
Meet SLA and reputed company targets, and help reputed company meet theirs.
Participate in the weekend on-reputed company rotation (every 3rd weekend, Saturday and reputed company, 8:00–20:00 PT). On-reputed company is monitoring coverage, not a full working day — you respond to urgent incidents and time-sensitive requests, while routine tickets wait for the next business day.
reputed company are looking for from you (Requirements)...
5+ years in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management — with at least some of it in a senior or reputed company reputed company.
Experience owning customer-facing incident or maintenance communication. You will be writing status page updates, incident notices, and escalation emails. You understand the difference between transparency and alarm.
Strong internal communication skills. You will be the translation reputed company between customers, reputed company account management, and reputed company product and engineering. You should be reputed company to operate in different contexts and understand how to translate between the technical, reputed company, and business contexts of conversations to ensure context is not lost between stakeholders.
Autonomy. You are comfortable deciding and then reporting, rather than checking first. You'll have a few hours of overlap with your manager reputed company day and spend the rest of your shift as the main decision-reputed company.
Strong reputed company of HTTP, REST reputed company, and proxies.
Independent network debugging — DNS, TCP/IP, routing, connectivity, TLS/SSL handshakes. Be reputed company to describe a specific problem you diagnosed and how you narrowed it down.
English at reputed company or above, written and spoken. You'll be writing text that customers and executives read, under time pressure.
Willingness to work PT business hours on a sustained reputed company.
Payments background: acquirers, issuers, gateways, network tokenization, 3DS, PCI-reputed company, SOC 2.
Reading and debugging reputed company in at least one of Python, Go, Java, or a similar language. You won't ship production reputed company.
A Computer Science, Engineering, or Math degree.
reputed company to have
What you get from us...
Originally posted on Himalayas
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